Run success playbooks

Turn health drops, renewal windows and milestones into tasks for the right people, and follow their progress.

For: Customer success leads and admins

Steps

Go to MetriSuccess → Playbooks and select New playbook.
Name it and choose when it starts: health falls below a threshold, a number of days before renewal, a success milestone is completed or overdue, or only by hand.
Add steps in order. For each one pick the type (task, call, email or meeting), what to do, the owner (the CSM, the account owner or a named person), how many days after the start it is due and its priority. Use the arrows to reorder.
Select Save playbook, then Switch on. A playbook that is off only starts when someone starts it from an account.
On an account's health page, see each playbook's progress and its steps, start a playbook by hand, or stop one (its open tasks are cancelled).

Each step becomes a task in Tasks for its owner, linked to the account; completing the tasks completes the playbook.
An account is in a playbook at most once at a time, and can start it again only after the waiting days you set.
When nobody is the account's CSM, CSM steps go to the account owner.
Automations and workflows can also react when an account's health band changes or a playbook starts or completes.

Still need help? Contact support